After Sales Service Supervisor, Maison Madison Flagship

Hermès; New York (NY); On-site; USD 60,000 - 80,000; Full time

Job summary

Ein etabliertes Unternehmen im Luxussegment sucht einen After Sales Service Supervisor für die Maison Madison Flagship Boutique in New York. In dieser Rolle sind Sie für die Überwachung von Reparaturprozessen und die direkte Zusammenarbeit mit Kunden verantwortlich, um sicherzustellen, dass ihre Erwartungen übertroffen werden. Sie bringen Ihre Erfahrung im After Sales ein, um die Qualität der Dienstleistungen zu gewährleisten und die Kundenzufriedenheit zu maximieren. Diese Position bietet die Möglichkeit, in einem dynamischen und unterstützenden Umfeld zu arbeiten, das Vielfalt und Inklusion fördert.

Qualifications

• 1-3+ Jahre Erfahrung im After Sales, vorzugsweise in der Luxusbranche.
• Starkes Interesse an Produktqualität und Kundenservice.

Responsibilities

• Überwachung von Reparaturprozessen und Kundenkommunikation.
• Bearbeitung von Reparaturanfragen und Nachverfolgung des Reparaturstatus.

Skills

Kundenservice

Detailgenauigkeit

Microsoft Office

Kommunikationsfähigkeiten

Französischkenntnisse

Education

Erfahrung im After Sales

Tools

Excel

Job description

Join to apply for the After Sales Service Supervisor, Maison Madison Flagship role at Hermès

The Hermès Maison Madison Flagship Boutique, opened in 1983, focuses on providing extraordinary service to clients as part of the New York Region. This position reports to the After Sales Manager and collaborates with the sales and support teams to enhance the client experience in a luxury environment.

Role Responsibilities:

1. Receive and oversee customer-owned merchandise (COM) across all métiers, ensuring proper repair processes, lead times, and costs.
2. Work directly with clients to identify repair needs, explain processes, and review product conditions.
3. Complete COM repair forms accurately, including contact info, pricing, and procedures.
4. Follow up with clients regarding repair status via email or phone.
5. Respond promptly to client inquiries, providing high-quality service.
6. Log and process repairs using Excel and internal systems, including photographs.
7. Ensure repairs are properly completed, products are clean, and ready for return.
8. Manage repair transactions at POS, including payment collection and coordination with back-of-house teams.
9. Follow up post-repair to ensure client satisfaction.
10. Adhere to company policies on compliance and security.
11. Partner with sales to direct clients to After Sales services.
12. Participate in product training and team meetings.
13. Manage shipping via FedEx and local vendors, ensuring proper packing and documentation.
14. Report quality issues or recurring repair problems to management.
15. Provide coverage at the boutique as needed.

Decision-Making: Ability to identify when to refuse repairs due to condition or authenticity concerns, and communicate with management accordingly.

Qualifications:

• 1-3+ years of experience in after sales, preferably in luxury or technical products.
• Strong interest in product quality.
• Proficiency in Microsoft Office.
• Excellent communication and client service skills.
• Attention to detail and accuracy.
• Knowledge of French is a plus.
• Ability to lift up to 25 lbs.

The hourly range is $22.45 - $24.82, depending on experience and location.

Hermès is committed to diversity, inclusion, and equal opportunity employment, fostering a respectful and supportive work environment.